Certificate Problem

Error: The application cannot be installed due to a certificate problem. The certificate does not match the installed application certificate, does not support application upgrades, or is invalid. Please contact the application author.

Other Errors: For other Errors please try the above solution and then the solutions for the 'File Damaged' Error. Send in a ticket to Pruvan's helpdesk and let us know what your specific error was and what worked or didn't work.

File Damaged

Error: The application could not be installed because the AIR file is damaged. Try obtaining a new AIR file from the application author.

This error is a catch-all from Adobe Air. There are several reasons this could come up, each of which will be discussed below.

Diagnose:

Open your File Explorer

Go to C:\Users\

Open the folder for Windows user you are signed in with

Go to \AppData\Local\Adobe\AIR\logs

You must have 'hidden' files and folders set to visible to see the AppData folder

If you don't type '\AppData' in to the address bar after your username and press enter, then go to \Local\Adobe\AIR\logs

Open the install.log file in Notepad

Go to the bottom of the file and look for a line that begins with 'Error'

This will give you more information on what actually caused the Error

Try the solutions offered below, if nothing works open a support ticket and include what you've already tried and the install.log file as an attachment

Solution #1 - The install file is actually damaged. This can happen if your internet connection is interrupted during the download.

Solution #5 - You do NOT get the User Account Control window when installing the Downloader (step 15 in Solution #4 fails). UAC must be enabled for Adobe Air to install programs correctly. If you got the UAC window in the previous solution, skip to #6.

Press Win-S on your keyboard

Type in 'Control Panel'

Open up your Control Panel

Click on User Accounts

Click Change User Account Control Settings

Your UAC slider must be set to at least 3 steps above Never Notify

This step is listed as 'Notify me only when apps try to make changes to my computer (default)

Click OK

The UAC window should come up

Click Yes

Run the Pruvan install file

Solution #6 - Your security software suite is blocking Adobe Air from making changes to your computer. This is usually done by the anti-virus component of the security software and not the firewall. These are suites like McAfee and Norton. You must allow the changes to your computer to be made if there's a pop up from your security software, change the settings of your security software to allow Air to make changes, or temporarily disable your security software until after the Downloader is installed. After you've completed this step re-install Adobe Air and then attempt to run the installer again.

Solution #7 - Something else is going on with your PC, that would need to be diagnosed locally. Manually install the Pruvan Downloader.

Extract all of the files to a folder labeled exactly 'PruvanDirectDownloader' in your Program Files (x86) folder

Close your unzip program

Open your File Explorer

Go to C:\Program Files (x86)\PruvanDirectDownloader

Click on PruvanDirectDownloader.exe to select it

Right-Click on the same file

Select Create Shortcut

A warning window will pop up saying 'the shortcut cannot be created here, would you like to create it on the desktop?'

Click Yes

You can now run the Downloader from your desktop shortcut

Adobe Air and Chrome OS

Chromebooks and other devices that run Chrome OS are not supported by Adobe Air. The primary difference between this and other laptop and desktops is that Google Chrome OS is designed to operate entirely off of the Internet. That means you won't store data or run programs on the computer itself; rather, everything will Web-driven. Please use a PC that runs an OS supported by Adobe Air such as Windows or Mac OS. Visit http://www.adobe.com/products/air/tech-specs.html for more information.